Senior Head of Customer Success & Experience – AI‑Powered, Scalable Borrower Support & Delight Architect at brighthush

About brighthush

brighthush is not just a fintech company; it is a movement that is reshaping the credit landscape by marrying cutting‑edge artificial intelligence, advanced data science, and a people‑centric philosophy. Our mission is simple yet ambitious: to create a borrowing experience that is seamless, equitable, and empowering for every individual. By ingesting more than one million predictive signals per borrower, we enable smarter, fairer lending decisions that give people the confidence to pursue their goals—whether that means buying a home, starting a business, or investing in education.

As a digital‑first organization, brighthush empowers its teams to work from anywhere while fostering deep collaboration through regular in‑person events, planning sessions, and cross‑functional workshops. We believe that the best ideas emerge when diverse minds come together, and we have built an ecosystem that supports experimentation, continuous learning, and bold innovation.

Why brighthush?

At brighthush, technology is a tool that serves people, not the other way around. Our culture is built on curiosity, experimentation, and a relentless focus on impact. We celebrate diversity, encourage continuous learning, and reward bold ideas that drive real change. Whether you’re a seasoned leader or an emerging talent, you’ll find a place where your voice matters, your growth is supported, and your work directly improves the lives of millions.

Role Overview

As the Senior Head of Customer Success & Experience, you will be the strategic leader responsible for shaping and scaling brighthush’s borrower support operations. You will guide a global team of managers, partner with external vendors, and collaborate closely with Product, Engineering, Analytics, and Compliance to deliver a friction‑free, compliant, and delightful experience for every borrower. Your influence will shape the future of customer success at brighthush and set the standard for excellence across the industry.

Key Responsibilities

• Strategic Leadership: Define and execute a bold vision for borrower success that aligns with brighthush’s mission and growth objectives, ensuring that every touchpoint reflects our commitment to fairness and empowerment.
• Team Development: Build, mentor, and scale a high‑performing team of managers and specialists across chat, phone, and email channels, fostering a culture of continuous improvement and professional growth.
• Vendor Management: Lead relationships with international outsourcing partners, ensuring service levels, quality, compliance, and cost efficiency meet or exceed expectations while maintaining a strong partnership culture.
• Operational Excellence: Establish robust performance management, coaching, and quality frameworks that drive consistent borrower outcomes and operational efficiency across all channels.
• Data‑Driven Decision Making: Leverage operational data and advanced analytics to identify trends, diagnose root causes, and prioritize initiatives that enhance service quality and scalability.
• Process & Tool Optimization: Partner with Product and Engineering to reduce avoidable borrower contacts, streamline journeys, expand self‑service options, and automate support workflows.
• Compliance & Risk Management: Strengthen operational controls and quality programs to minimize errors, improve compliance performance, and support sustainable growth in a regulated environment.
• Cross‑Functional Collaboration: Work closely with Analytics, Compliance, and other stakeholders to refine workflows, operating programs, and the end‑to‑end borrower experience.
• Strategic Planning: Contribute to long‑term product and service strategy, ensuring borrower success remains at the core of every initiative and that the organization stays ahead of industry trends.

Essential Qualifications

• Bachelor’s degree or equivalent practical experience in business, operations, or a related field.
• Minimum 7 years of progressive leadership in customer support, experience, or servicing operations, with a proven track record of scaling teams and processes.
• Demonstrated success managing multi‑channel teams and outsourced vendor partners in a fast‑paced, evolving environment.
• Experience owning operational performance, quality, and control programs in a regulated or complex environment.
• Strong analytical mindset with the ability to translate data into actionable insights that drive measurable improvements.
• Excellent communication, stakeholder management, and change‑management skills, with the ability to influence at all levels of the organization.
• Proven ability to build and scale high‑performing teams, fostering a culture of accountability, learning, and innovation.

Preferred Qualifications

• Deep understanding of regulatory and compliance requirements in consumer lending, servicing, collections, or banking.
• Experience deploying automation or generative AI to enhance customer support workflows, reporting, or experience.
• Background in building or scaling quality assurance frameworks, operational systems, or workflow automation.
• Proficiency in using operational data to uncover root causes and translate findings into measurable improvements.
• Track record of partnering with Product, Engineering, Analytics, and Compliance to improve customer‑facing tools and workflows.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making & Analytical Rigor
• Operational Excellence & Process Optimization
• Vendor & Stakeholder Management
• Compliance & Risk Mitigation
• Team Building & Talent Development
• Change Management & Cross‑Functional Collaboration
• Customer‑Centric Mindset & Empathy
• Adaptability & Resilience in a Rapidly Evolving Environment

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Senior Head of Customer Success, you will:

• Lead cross‑functional initiatives that shape the future of borrower experience and influence product strategy.
• Mentor and develop the next generation of leaders within the organization, creating a lasting legacy of talent.
• Gain exposure to strategic decision‑making at the executive level, including quarterly board presentations and long‑term planning.
• Participate in industry conferences, webinars, and thought‑leadership panels, positioning yourself as a recognized expert in customer success for fintech.
• Access continuous learning resources, including certifications, workshops, and mentorship programs that keep you at the cutting edge of technology and customer experience.
• Benefit from a culture that rewards innovation, experimentation, and impact, with clear pathways to senior executive roles.

Work Environment & Culture

brighthush is a digital‑first, hybrid workplace that values flexibility, collaboration, and community. You will have the freedom to work remotely from anywhere in the U.S., with optional in‑person collaboration at our offices in Columbus, Austin, the Bay Area, and New York City (opening Summer 2026). We host regular onsite events, planning sessions, and team‑building activities to foster trust, creativity, and a sense of belonging. Our culture is built on transparency, psychological safety, and a shared commitment to making credit accessible and fair for all.

Compensation & Benefits

While the base salary for this role is competitive and commensurate with experience, brighthush offers a comprehensive total‑compensation package that includes:

• Target bonuses and quarterly equity grants that align your success with the company’s growth.
• 401(k) retirement plan with company match up to 15% of your contribution.
• Comprehensive health, dental, vision, and wellness coverage for U.S. employees, with supplemental coverage for Canada.
• Health Savings Account contributions for eligible U.S. plans.
• Life insurance, disability coverage, and income protection benefits.
• Paid time off, sick leave, and company holidays aligned with local regulations.
• Family and parental leave policies that support caregiving and major life moments.
• Family‑centered benefits such as fertility support, parenthood resources, and caregiving assistance.
• Employee Assistance Program (EAP) offering mental health support and life‑centered resources.
• Financial wellness resources, including planning tools and a concierge service.
• Annual wellness allowance and productivity stipend to invest in tools and resources that help you thrive.
• Onsite perks such as catered lunches, fully stocked micro‑kitchens, and a vibrant office culture.

Location & Travel

This position is available for remote work across the United States. While the majority of your work can be done from home, we encourage participation in quarterly onsite sessions (2–4 consecutive days) to strengthen collaboration and community.

How to Apply

If you’re passionate about creating meaningful, AI‑driven borrower experiences and thrive in a fast‑paced, data‑centric environment, we want to hear from you. Join brighthush and help us make credit accessible, fair, and empowering for everyone.

To apply, please submit your resume and a cover letter outlining your relevant experience and why you’re excited about this role. We look forward to exploring how you can contribute to brighthush’s mission.